Quality Analyst - Lisboa, Portugal - JUJUR

JUJUR

Empresa verificada

Lisboa, Portugal

há 1 semana

Postado por:

João Santos

Recrutador de beBee

Descrição

Position:
German Quality Analyst

Location:
Lisbon, Portugal

Employment type:
Full-time

Remuneration:
Base salary.

DUTIES AND RESPONSIBILITIES:

Monitor all interactions and ensures accuracy of the output
Coordinate and facilitates call calibration/training sessions for vendor QA partners
Train and certify new IQA/VQAs
Publish quality trends, feedback and improvement / enhancement reports
Deal tactfully and courteously with clients
Produce Quality reports and dashboards such as TNI, Pareto etc.
Drive process improvement and ensure process compliance
Contribute to the development of the short and long term goals of the process
Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)
Drive first call resolution and quality initiatives in the program.

REQUIREMENTS:

Minimum C1 German language level and B2 English
Minimum of 2 years in QA background
At least 6 months' relevant experience is required in a customer service in an inbound and outbound programs
Training background/skill will be an added advantage
Excellent oral, written and interpersonal communication skills
Exceptional listening and strong analytical skills
Effective problem solver
Intermediate level of knowledge in Google suite
Ability to work in a multicultural environment, and as part of crossfunctional teams/client facing
Ability to work accurately and with an eye for detail.

OFFER: